Articles on: Trust & Safety

What should I do if I want to start a dispute?

We can help you to arrive at a solution if you have an issue and if there is a goLance contract between the Client and the Freelancer. The process is described below:

Dispute process

It doesn't happen often, but sometimes there is an issue between a freelancer and a client. In most cases, the easiest way to settle a dispute is for the freelancer and the client to discuss, figure out what happened, and work together to solve it. However, if an agreement is not found, goLance can help them to arrive at a solution with a dispute process.

Note that the dispute process can only be used if there is a goLance contract between the freelancer and the client, and disputed time was tracked for this Contract using the goMeter.

In the process, both parties will be asked to provide a detailed description of the problem and present evidence (documents, conversation log, …) so a dedicated goLance investigation team can evaluate the situation and make a decision. The party who is declared the winner will have to pay a 5% fee of the total amount disputed. At the end of the process, both parties won't be allowed to post a review on the other party.

Tips to manage a dispute

Stay polite and respectful
Be constructive and focus on finding a solution
Communicate with clear and objective evidence

How to start a dispute

If a client wants to initiate a dispute, he should go in the freelancer's contract diary and manually select the screenshots that will be disputed. Please note that only the screenshots in the review period can be disputed.

Once the screenshots are selected and validated it is not possible to add more screenshots in the dispute.

Do not hesitate to contact our support for this process if you forget some screenshots or if there are too many screenshots to select.

Updated on: 04/03/2021

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